Claims for personal injury or loss or damage to personal possessions

We take claims against us for personal injury, loss or damage to personal possessions very seriously. If you’re considering making such a claim, please read our guide first.

Making a claim

You can claim compensation against us for personal injury or damage to personal property if you can prove we are legally at fault.

Our Insurance team handles all claims against L&Q and its associated subsidiaries.

We must investigate every claim to see if we are responsible. We follow legal rules and timeframes to decide how to handle your claim. You can check the timescales section below for more details.

If we can show we did our legal duties, you will not be entitled to compensation. For example, if you had an accident but we regularly inspected and repaired the area, we will reject your claim. A court will likely agree with this decision if the claim progresses that far.

We always consider how a court would decide a claim when we decide if we’re liable. We provide full evidence to support our decision when we reject claims.

How to contact us

Please send all correspondence by email to our Insurance team. This includes legal claim forms and other court documents.

If you do not have email access, you can post your claim to:

L&Q Insurance team, 29-35 West Ham Lane, Stratford, London, E15 4PH

Timescales once you've submitted your claim

You can expect the following responses from us during the pre-action protocol period:

Acknowledgment of your letter

We aim to acknowledge your letter within five working days.

Investigation period to decide on liability

We aim to establish liability within 40 working days from the date we acknowledge your letter. The actual time depends on the type of claim.

To investigate your claim fully, we must check:

• inspection and repair records
• other records (previous complaints)
• legal documents, such as contracts and leases
• if a contractor or any other party is involved

These investigations can take time, and we cannot control how long other parties need to respond. We appreciate your patience.

Decisions on liability

Once we’ve investigated your claim, we’ll decide whether to offer you compensation, reject your claim or refer it to another party.

If another party is responsible for your claim, they are legally responsible for claims from their actions.

We’ll notify you and provide details so you can refer your claim to the right party. They will then handle your claim. If you’re unhappy with the outcome, please seek legal advice.

Complaints about claim decisions are legal matters and will not be considered through our complaints process or the Housing Ombudsman. The right way to challenge a legal decision is by seeking legal advice through your solicitor or contacting Citizens Advice.

Fraudulent claims

We will check the information you provide with your claim as part of our fraud prevention processes.

Under the Fraud Act 2006 and other laws, any false claim or deliberate withholding or exaggeration of information to gain a financial advantage will be reported to the police or prosecuted by L&Q or its insurers.